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CPQ Troubleshooting Support

Knowledge Article Number 000232342

General support information

The CPQ Support Team is available 9am to 6pm Central Standard Time and 9am to 6pm Central European Time (excluding holidays).
There is also emergency coverage for major issues during weekends and holidays.
The best way to reach the team is by logging a case in the CPQ Customer Support Portal.  

File a Ticket

Users may file a ticket with CPQ by doing the following:

  • Preferred Method: Go to to log a case, where they can log in and provide details about the issue they are having, specify the Org ID (if Sandbox), provide screenshots: e.g. which steps have led to the issue, what result did you expect, which quotes are affected, which users see this issue, etc.

Support prioritization

Tickets we receive are prioritized based on the Severity of the issue. 

Initial SLA

Issue Type

1 hours

  • ​All users are affected in completing their quoting or billing processes in production only.  The issue remains critical until we find a workaround or the issue is resolved with a bug fix.

4 hours

  • Non-critical issue (only some users and some quotes are affected)
  • General question about CPQ
If the customer has Premium Support they are entitled to phone support during standard business hours.
Initial SLA is within two hours for non-critical cases and 30 minutes for critical cases. 

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